complaints procedure

To make a complaint, you can use the following methods of communication:

By post:
Chief Operating Officer
Arrow Risk Management Limited
34 Lime Street
London
EC3M 7AT

As Arrow Risk Management acts on behalf of insurance companies and Lloyd’s Syndicates, we will promptly report all complaints to the Lead Capacity Provider/Managing Agent.

The complaint will be acknowledged within 5 working days of receipt and provide you with the relevant information leaflet(s) “Your Complaint – How We Can Help” and/or “How We Will Handle Your Complaint”.

A complaint response will usually be provided within 2 weeks.

If a complaint cannot be resolved within two weeks, a letter will be sent explaining why and when a response should be expected – which should be no later than four weeks from receipt of the original complaint.

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA

Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London